Netlify Support Goals
Enable customers to more easily and fully use our service
- We can achieve this in several ways, for example:
- improving our documentation to be more discoverable: having discoverable documentation, including search improvements, FAQ listings, in-app help, offering suggestions when submitting tickets, etc
- simplification of user interface & removal of technical barriers to usage
- proactive suggestions for success:
- answering unasked questions (“I noticed your configuration is suboptimal”, “when you finish integrating with GitHub, you also get automatic Deploy Previews!” “have you tried our CMS?”)
- automated communications such as feature notifications of unused features
Deepen the connection between Netlify and the customer
- Let’s be the cool uncle, supportive grandma, and kind cousin.
- embracing advocates - thanks/kickbacks/swag for referrals
- connecting ambassadors with marketing opportunities: like testimonials & case studies
- responding compassionately via social media
- showcase the successes of our customers (eg: Site of the Week)
- Hoped-for result: turn customers into advocates and promoters
Facilitate actionable feedback
- from customers to all teams (how features are used, what people wish for, what’s broken)
- from the team to customers (how we will grow, how to connect, how to best use service)
Keep the customer in mind when making decisions
- We all want to ship new features and make more money. All of our actions need to consider the customer point of view and use case.
- Enable the customer to feel like a badass.
Help ourselves succeed in future customer success & sales efforts
- This is largely about internal practices:
- react to support trends constructively (don’t just answer tickets - fix problems instead!)
- document repeatable actions where possible (leave notes for your teammates & future self)
- bring all teammates to a shared understanding of best practices (internal & in-product)
Grow our customer handling in skill and effectiveness
- learn from our mistakes, improve on our successes.
- create the tools we need to succeed - from trend visualization to helper apps and beyond.
Retain our existing customer base
- Keeping (& growing) what we have is easier than finding more. Leverage all of the above goals to achieve this
- https://www.helpscout.net/blog/after-sales-service/ - Makes the point that what sales and support should be incentivizing is customer retention - because that is the opposite of churn and is “one in the hand” vs X in the bush. Can be a good mission for both halves of the equation (rather than sales:growth as support:solved cases)
- http://sethgodin.typepad.com/seths_blog/2015/03/what-is-customer-service-for.html - Why are we doing support? Once we have a reason, let’s make sure our actions align with those goals!
- http://firstround.com/review/the-case-for-startups-to-put-cx-at-their-core/ - Showcases ways to collect, target, and incorporate insights from the customer into many areas of our company
- https://resin.io/blog/support-driven-development/ - An incredible vision of how to engage the whole company in Support and learn from every interaction
- https://www.southwest.com/assets/pdfs/corporate-commitments/customer-service-commitment.pdf - This is a step beyond what we need now, but it’s thorough thoughtfulness is something we can aim for as we grow.
- http://www.trackydacks.com/articles/heroes Look to the future for sustainable, healthy practices